Systems and methods of controlling confidential communication in contact handling systems

ABSTRACT

Methods and apparatus for improving confidentiality of sensitive information received from a customer in a contact handling system including an agent are disclosed. The method can include opening a first connection path between the customer and the contact handling system. The method can include making communication sent by the customer through the first connection path available to the agent. The method can include opening a second connection path between the customer and the contact handling system as the agent and customer communicate over the first connection path. The method can include preventing the agent from accessing communication sent over the second communication path. The method can include receiving sensitive information through the second communication path.

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. patent application Ser. No.13/302,974 entitled “SYSTEMS AND METHODS OF INTRODUCING BENEFICIALCOMMUNICATION LATENCY IN CONTACT HANDLING SYSTEMS” filed on Nov. 22,2011, the contents of which are incorporated herein by reference.

BACKGROUND OF THE INVENTION

1. The Field of the Invention

The present disclosure relates generally to remote communication. Morespecifically, the disclosure relates to systems and methods of improvingcommunication in a contact handling system between company agents andthe customers with which the agents interact.

2. The Relevant Technology

Contact handling systems often act as communication intermediariesbetween companies and members of the public—often customers or potentialcustomers. The communication may be initiated through inbound oroutbound communication and can take place through: call centers, phonelines, facsimile, email, instant messaging (chat), short message service(SMS) messaging, Voice over Internet Protocol (VoIP), webcams,face-to-face communication with an agent, and other channels.

Traditional inbound communications to call centers often are made bypersons seeking information, asking for help, or desiring to purchaseproducts or services. Call centers also often initiate outboundcommunications to customers or potential customers to solicit newbusiness, collect on overdue payments, or gather feedback. For purposesof this application, a customer is a person, device or automaton thatcontacts, attempts to contact, or is contacted by a call center orcontact center for informational, educational, emergency, governmental,commercial, etc. purpose. A contact is the computer data that promotesand tracks the interaction of a customer with the contact handlingsystem, regardless of the type of media involved (phone, email, SMS,etc.).

The traditional mode of customer communication employed by call centersworld-wide has been the ubiquitous telephone call, often using theordinary copper-based “landline.”

The ability for facsimile (aka fax) machines to transmit images overordinary telephone lines has allowed customers to send documents to, orreceive documents from, the contact handling system.

With the advent of the personal computer, contact handling systems wereable to offer email capabilities. By the use of automated replies orpre-defined text fragments, contact handling systems were able tocommunicate with customers who did not expect or demand immediateinformation or problem resolution.

After the advent of the computer, the coming of the World-Wide Webbrought the ability for a customer to enter a “Live Chat” with a contacthandling system agent by clicking on a specified link on a web page.After some delay, characters typed at the computer appear to the contacthandling system agent, who responds with questions or information. Thisexchange of messages is often time-delayed on one or both ends, with theexpectation that interactions may be delayed, but for no more than a fewminutes.

Mobile phones introduced the Short Message Service (SMS) as acommunications tool for contact handling systems. SMS message exchangesresemble “chat” in many ways, except that the length of the messages maybe constrained (often to 140 characters or less) and the expectation ofintra-message exchange times may be in hours or even days. Software isavailable to allow personal computers to send and receive SMS messages.

Voice over Internet Protocol (Voice over IP, or VoIP) added thecapability for people to use computing devices for exchanging voicecommunications over the internet. This capability may be achieved usingVoIP-specific hardware. Additionally, software on personal computersallows people to make telephone calls to others, including contacthandling systems, using common audio inputs (such as a microphone) andoutputs (speakers or headphones) available on most personal computers.Such software is commonly referred to as a “Soft Phone,” since it offersthe functions of a telephone via software rather than through dedicatedtelephony hardware. Performance and expectations are nearly the same forVoIP calls as for the traditional “landline”, except that voice qualityand increased propagation delay may detract from the user experience.

Inexpensive digital video cameras, often called “Webcams” wereintroduced for personal computers to enrich the personal interactionbetween caller and called party, and combine the video feed withmicrophone audio to enable inexpensive videoconferencing. Thishighly-interactive arrangement has also been made available by somecontact handling systems as an option for customer interaction.

Some environments support the possibility of using any of theaforementioned types of media either singly or in simultaneouscombination. With proper software, two such environments may include the“smart phone” and the personal computer.

The so-called “smart phone” is a portable device that can combine thecapabilities of a telephone, VoIP telephone, webcam, SMS terminal, emailclient, and web browser, with the added benefit of being able to runsoftware applications that can interface and interact with any of these.As far as media interaction is concerned, the smart phone isconceptually very similar to a personal computer.

Each of these media types has its advantages. Voice or teleconferencingoffers a low-effort richness of expression (including physical andaudible cues of emotional state) and often the most prompt issueresolution. Email, chat and SMS exchanges have the advantages of notrequiring a dedicated block of time, and the ability to enterinformation that may be large or complex to describe (such as an accountnumber, web URI, or other text that may be large or may therefore beeasier to copy-and-paste). Many contact handling systems support the useof a single media type for communication from/to a customer.

Language translation by computer (“machine translation”) is becomingincreasingly capable as a means for communicating between persons whootherwise could not. In addition to text-based communication exchanges,the use of automatic speech recognition and speech synthesis makes itpossible to engage in machine-translated conversations between parties.

In these customer communication exchanges, contact handling systemsoften interact with customers' sensitive information. Federal and statelaw (e.g., the Sarbanes-Oxley Act), industry standards (e.g., PaymentCard Industry Data Security Standards [PCI DSS]), and/or customerexpectations may affect the treatment of sensitive information by thecontact handling systems.

The inventions disclosed and claimed herein illustrate advantages ofusing more than one media type during communication as discovered by theinventors thereof, and the further ability to add or transition todifferent media types during the course of communication in order to useany advantage of any media type, singly, transitionally, orsimultaneously, and may include machine translation to further aid incommunications or social network connections to facilitatecommunication.

BRIEF SUMMARY OF THE INVENTION

This Summary is provided to introduce a selection of concepts in asimplified form that are further described below in the DetailedDescription, but are not necessarily described in their broadest form.This Summary is not intended to identify key features or essentialcharacteristics of the claimed subject matter, nor is it intended to beused as an aid in determining the scope of the claimed subject matter.

Embodiments disclosed herein relate to methods and systems for improvingconfidentiality of sensitive information received from a customer in acontact handling system including an agent. The methods and systems caninclude limiting the ability of the agent to access the sensitiveinformation. In some embodiments, the methods can include opening afirst connection path between the customer and the contact handlingsystem. Communication sent by the customer through the first connectionpath is available to the agent through the agent's workstation; whilecommunication sent by the agent or contact handling system through thefirst connection path is available to the customer. The agent andcustomer communicate over the first connection path in a contact. Themethods can further include opening a second connection path between thecustomer and the contact handling system. The customer can sendsensitive information through the second connection path to the contacthandling system. Communication sent by the customer through the secondconnection path is not available to the agent.

Additional features and advantages of the invention will be set forth inthe description which follows, and in part will be obvious from thedescription, or may be learned by the practice of the invention. Thefeatures and advantages of the invention may be realized and obtained bymeans of the instruments and combinations particularly pointed out inthe appended claims. These and other features of the present inventionwill become more fully apparent from the following description andappended claims, or may be learned by the practice of the invention asset forth hereinafter.

BRIEF DESCRIPTION OF THE DRAWINGS

To further clarify the above and other advantages and features of thepresent invention, a more particular description of the invention willbe rendered by reference to specific embodiments thereof which areillustrated in the appended drawings. It is appreciated that thesedrawings depict only typical embodiments of the invention and aretherefore not to be considered limiting of its scope. The invention willbe described and explained with additional specificity and detailthrough the use of the accompanying drawings in which:

FIG. 1 illustrates an example embodiment of a contact handling system;

FIG. 2A illustrates a method for serially transitioning between media ina contact;

FIG. 2B illustrates another method for serially transitioning betweenmedia in a contact;

FIG. 3A illustrates a method for introducing a slower expectedcommunication rate in a contact.

FIG. 3B illustrates a method for introducing a transitory period of aslower expected communication rate in a contact.

FIG. 4A illustrates a method for communicating over two media inparallel in a contact;

FIG. 4B illustrates a method for communicating over media in parallelincluding closing a connection path in a contact;

FIG. 4C illustrates a method for communicating over more than two mediain parallel in a contact;

FIG. 5A illustrates a method for receiving sensitive information at acontact handling system in a contact;

FIG. 5B illustrates a method for receiving sensitive information at acontact handling system in response to a communication sent to thecustomer in a contact;

FIG. 6 illustrates a method for facilitating communication using machinetranslation in a contact handling system;

FIG. 7 illustrates a method for using social media to facilitate acontact; and

FIG. 8 provides a brief, general description of a suitable computingenvironment in which several embodiments may be implemented.

DETAILED DESCRIPTION OF THE PREFERRED EMBODIMENTS

Embodiments of the invention relate to methods and systems for improvingcontacts in a contact handling system. Reference will now be made to thedrawings to describe various aspects of example embodiments of theinvention. It is to be understood that the drawings are diagrammatic andschematic representations of such example embodiments, and are notlimiting of the present invention, nor are they necessarily drawn toscale.

The detailed description is divided into ten sections. The organizationis included for convenience and is not limiting of the presentinvention. Embodiments are not limited by their inclusion or exclusionin particular sections. Features from any of the disclosed embodimentsmay be used in combination with one another, without limitation. Thesections are organized as follows:

Section 1 describes examples of components of contact handling systems;

Section 2 describes example usage of contact handling systems;

Section 3 describes examples of serial media transitions in contacthandling systems;

Section 4 describes examples of introducing a slower expectedcommunication rate to contacts in contact handling systems;

Section 5 describes examples of parallel media transitions in contacthandling systems;

Section 6 describes examples of confidential communications in contacthandling systems;

Section 7 describes examples of dissimilar language communication incontact handling systems;

Section 8 describes example components of social media systems;

Section 9 describes examples of using contact information from socialmedia in contact handling systems; and

Section 10 describes example architecture.

1. Examples of Components of Contact Handling Systems

FIG. 1 illustrates an example of a contact handling system according toone embodiment of the Applicant's invention. Components of the contacthandling system can include media server(s) 100, an automatic contact(or call) distributor (ACD) 105, an interactive voice response (IVR)unit 110, storage 115, agent workstations 145A-N (collectivelyreferenced as “145”), and customer networks 140A and 140B (collectively“140), for example.

The media server(s) 100 handle the connection paths for media 125 typessuch as phone calls, short message service (SMS) messages, multimediamessaging service (MMS), instant messages, fax, conferencing, videoconferencing, co-browsing, social media channels, video calling, etc.Media recordings can take place in the media server 100. Media servers100 can include the traditional telephony PBX (Private Branch eXchange),computer servers handling internet telephony traffic (Voice overInternet Protocol, or VoIP), voice gateways, etc.

The ACD component 105 can track the state of each contact 130 and agent120A-N (collectively “120”), supplying available agents 120 with waitingcontacts 130A-N (collectively “130”). The ACD controls the routing ofmedia to/from agents 120.

IVR units 110 can be used as the first stage of handling an incomingcall. The process usually starts by playing pre-recorded audio prompts(e.g. menu selection choices), and accepting handset touch-tone keypresses or Automatic Speech Recognition (ASR) to navigate a menu systemto supply automated information (such as business address, hours ofoperation, etc.) or be routed to an agent 120 via the ACD 105.

Storage 115 can include organized computer disk drives as databases andfiles. Recordings of phone calls, chat sessions and other interactionswith customers may be stored on the storage 115 for later reference orreview. Many aspects of contact handling system activity can be recordedand stored in the storage 115.

Media server(s) 100, ACD 105, IVR(s) 110 and storage 115 are oftenreferred to as “back office” equipment, referring to restricted-accesssupervisor 150 and control computers 135 located in server rooms at thecontact handling system where these types of equipment are traditionallyinstalled and operated. Functional lines between them are often blurred,meaning that there are various solutions which may combine or distributethe functions of these servers and storage. For example, certain IVRfunctions can be done in media gateways.

Agent workstations 145 often include traditional desktop computers andphones. Agent workstations can also include more-portable electronicssuch as laptop computers, netbooks, internet-capable phones or tabletsfor contact handling system agents to interact with customers and media.Software running on these devices typically includes businessapplications and programs to interface with the contact handling system,but may extend to programs which can facilitate the inventions disclosedherein.

Network connections to traditional telephony 140A and/or packet-basednetworks 140B are generally needed to receive contacts 130 and otherwiseinterconnect the ACD 105 to the other elements of the contact handlingsystem.

The location of media servers 100, ACD 105 and storage 115 can be at thephysical location of the contact handling system representing thebusiness. As previously mentioned, more recently, these “on-premises”solutions can be supplemented, or replaced, by “cloud-based” systems,where the media servers 100, ACD 105 and/or storage 115 may be operatedfar from the traditional contact handling system, and use longer networkconnections to deliver contact handling system functionality to agents120, be it at home or at more-traditional contact handling systemfacilities. In addition, cloud-based solutions can provide amulti-business hosting model, where various businesses are deliveredcontact handling system functionality via cloud-based equipment which isshared among the businesses, with appropriate safeguards for privacy anddata security.

2. Example Usage of Contact Handling Systems

Referring again to FIG. 1, examples of how a contact might begin betweena customer and a contact handling system. In an example, the customercan use a traditional “landline” phone to call a company's customerservice phone number via a telephony network 140A. The connection pathsof the phone can be handled via a media server 100. The customernavigates through a pre-recorded audio menu presented by an IVR 110. Thecustomer inputs responses via touch-tone telephone key presses. The ACD105 assigns the contact 130A to an agent 120A based on the customer'smenu choices and agent availability. Once assigned, the agent 120A mayreceive the contact at the agent workstation 145A, including informationregarding the customer on a screen and the customer's spokencommunication relayed to the agent workstation 145A by the media server110. Spoken communication from the agent 120A is relayed by the mediaserver 100 from the agent workstation 145A to the contact 130. It willbe appreciated that the examples of beginning a contact shown areexemplary and there exists other means of beginning or otherwiseestablishing a contact.

In another example, the customer uses a computer connected to theinternet to request an instant message chat with a company's customerservice via the company's web site over a packet based network 140B. Thecustomer can chat with the agent 120A via the agent workstation 145A.The agent can communicate with the customer via chat while alsocommunicating with other customers via the agent workstation over chator other media 125 types.

In some embodiments, a customer may communicate with a contact handlingsystem outside of the contact handling system's normal business hours.In certain example embodiments, the customer uses a computer to navigateto a company's website. The website can show a “Click to Talk” link.When selected, the contact handling system can inform the customer ofthe contact handling system's regular business hours and ask thecustomer to provide a future time and date when the contact handlingsystem should initiate communication with the customer.

A customer can enter into a contact with the contact handling system. Acontact can include an agent, but an agent is not necessary. A contactcan continue as long as some communication remains open between theparties to exchange communication related to a goal of the contact. Thecontact can end when the customer and contact handling system concludethe communication and close or otherwise abandon their channels ofcommunication.

In certain embodiments, when a customer selects a “Click to Talk” link,the contact handling system causes the customer's browser to render afurther menu of options to provide the customer with an option to selecta particular function (Sales, Customer Service, etc.) or department, andmay even allow a particular phone number or extension to be selected orentered. In some embodiments, the contact handling system may providethe customer with the option of using a “soft phone” at the customer'scomputer. In yet other embodiments, the system may cause the customer tosee an additional browser window containing information deemed by thecontact handling system to be useful to the customer. The informationmay be in the form of a self-help system, a selection ofFrequently-Asked Questions (FAQ), advertising of company products, etc.In certain other embodiments, the browser window can also display a formthat invites the customer to enter pertinent details (name, accountnumber, order number, problem description, etc.) that can be used toimprove the customer's experience. For example, the details can beprovided to an agent should the customer ultimately begin a contact withan agent of the contact handling system. In further embodiments, theforms rendered to the customer's browser may be altered by the contacthandling system based on business logic.

In some embodiments, the contact handling system or agent can cause asurvey to be presented to the customer during or after the contact. Inan example embodiment, the contact handling system causes a post-chatsurvey to appear on the customer's computer or smart phone after achat-based contact.

3. Examples of Serial Media Transitions in Contact Handling Systems

Serial media transitions can allow a contact occurring over a firstmedia to be transitioned to a second media during the contact. This canpermit better flexibility to improve the contact, including respondingto changes in customer, agent, or contact handling system circumstancesas the contact is ongoing. For example, transitioning to another mediacan allow a customer to continue with a contact that the customerotherwise would have been forced to end if required to continue usingthe first media. This may decrease the likelihood that a customer willend a contact prematurely, thus bringing more contacts to a successfulcompletion and increasing customer satisfaction and efficiency of acontact handling system.

A number of scenarios may prompt a transition in media. For example, acustomer may have a difficult time understanding an agent over anaudio-based media type and switching to a text-based media type mayallow the customer to better understand the agent. In another example,the contact may progress to a point where a significant amount ofdetailed information is needed from the customer; switching from anaudio-based media type to a text-based media type may improve therecording of the detailed information and nullify the need fortime-consuming spoken data confirmation. In yet another example, acustomer may be frustrated by the speed of a text-based media type andtransitioning to an audio-based media type may alleviate the customer'sfrustration. It will be appreciated that the examples shown areexemplary and there exists other scenarios where transitioning betweenmedia may be advantageous.

Referring to FIG. 2A, a method for improving a contact using a serialmedia transition. The method can occur during a contact between acustomer and a contact handling system. During the contact, the customerand contact handling system communicate via a first media 200. In someembodiments, the contact can include an agent, but in some otherembodiments, the contact does not include an agent. During the contact,the customer and contact handling system transition to a second media210. The transition can be accomplished by opening a second connectionpath 213 and closing the first connection path 215. To transition, thecustomer and contact handling system stop communicating via the firstmedia and begin communicating via the second media. There can be someoverlap in communication over the first and second media. For example,the first media may be communication via a landline based phone call,and the customer and contact handling system may transition to instantmessage chat over the customer's computer as the second media type. Thecontact handling system may open a chat window on the customer'scomputer, send a message and then ask the customer, over the phone, ifthe customer received the message. The first media connection path canbe closed, for example, by “hanging up” the phone. The first and secondmedia can have different, similar, or the same media types. For example,the first media type can be an instant message chat over a laptop andthe second media type can be a landline phone call. After thetransition, the customer and contact handling system continue thecontact via the second media 220. The customer and contact handlingsystem can transition to additional media, including back to earlierused media, without limit.

Referring to FIG. 2B, in some embodiments, the transition from the firstmedia to the second media includes: ending communication between thecustomer and contact handling system over the first media 140, closingthe first connection path over which the first media was communicated150, and opening a second connection path over which a second media canbe communicated 160. These steps can be, but do not necessarily have tobe performed in the described order. The first media connection path canbe closed before, simultaneously as, or after the second mediaconnection path is opened. Additionally, communication via the firstmedia can be ended before or simultaneously as the first connection pathis closed. For example, the second connection path can be opened beforethe first connection path and communication over the first connectionpath can be “cut-off” as the first connection path is closed.

In certain embodiments, an agent directs the contact handling system totransition the contact. For example, an agent may select a differentmedia on the agent workstation and select an option to transition to theselected different media. In alternate embodiments, the customer maydirect the contact handling system to perform the transition. Forexample, the customer may be communicating with the agent via chat in abrowser window and the chat window may provide links that, onceselected, will cause the contact to transition to a differentcommunication media. In further alternate embodiments, the contacthandling system may transition the contact automatically. For example,the contact handling system may transition from a videoconference to anaudio-only connection if there is not enough bandwidth to continuetransmitting video at a threshold quality.

In certain other embodiments, the contact may be transitioned betweendifferent media types on the same device. For example, the customer andagent may be communicating via the customer's mobile phone line and theagent might transition the contact to chat, SMS message,videoconference, etc. on the customer's mobile phone at the customer'srequest.

In some embodiments, the contact can transition from the second media toa third media. The third media type can be the same as the first mediatype, for example, the contact can transition from a landline phone callto a computer-based instant message chat and back to a landline phonecall. The third media type can also be different than the first mediatype, for example, the contact can transition from a computer-basedinstant message chat to a mobile phone based SMS message exchange andthen transition to a mobile phone call.

Referring again to FIG. 1, an example of how a contact handling systemmight perform a serial transition in some embodiments. In an exampleembodiment, an agent 120A may request a transition to a second media atan agent workstation 145A while communicating with a customer over afirst media 125 via the telephony network 140A. The agent workstation145A may perform the transition or may direct another component toperform the transition. In this example embodiment, the agentworkstation 145A directs the media server 100 to perform the transition,which may include: opening a second connection path between the agentworkstation 145A and the customer via the packet based network 140B, andclosing the first connection path. In other embodiments, othercomponents of the contact handling system may perform or direct thetransition without prompting from the agent workstation. It will beappreciated that the examples shown are exemplary and a contact handlingsystem may serially transition between media in other ways.

In an example embodiment, a customer uses a smart phone to send an SMSmessage to a company's customer service department. Shortly thereafterthe customer's phone rings and an agent begins speaking with thecustomer. During the conversation, the customer wishes to stopcommunicating audibly with the agent because the customer is about toenter a public place and does not want nearby people to hear part of theconversation. The customer requests the agent transition thecommunication to instant messaging. The customer's instant messageinformation may already be available to the contact handling system, thecustomer may provide it to the agent, or the contact handling system mayobtain the information through other means. The phone call is ended.Shortly thereafter, the agent sends the customer an instant message andthe contact continues with the customer receiving and sending instantmessages via his smart phone.

In a further example embodiment, a customer uses a browser to navigateto a company's website. The web site shows a “Click to Talk” link. Whenselected, the customer is asked to enter the phone number that thecompany should call in order to speak with the customer. Shortlythereafter the customer's phone rings and the customer begins speakingwith an agent. The agent uses a headset as part of the agent workstationto speak to the customer. During the conversation the agent offers tovideoconference. The customer agrees and the agent requests a transitionto videoconference at the agent workstation. In requesting thetransition, the agent provides the customer with a URI and a passwordthat allows the customer to videoconference with the agent over theinternet via the customer's desktop computer. The customer enters theURI in his browser and enters the password, at which point both thecustomer's webcam and microphone are transmitting video and audio to theagent workstation. The agent's headset continues to be used for theaudio, but the agent workstation's webcam is now transmitting video ofthe agent to the customer. Once the videoconference connection is made,the contact handling system or the customer “hangs up” the phoneconnection and the customer and agent continue the contact viavideoconference. After a time, the customer wishes to transition tovideo calling on the customer's mobile phone, because the customerwishes to move to another location away from the desktop computer. Thecustomer gives the agent the customer's contact information for videocalling. The agent enters the information into the agent workstation,the video calling starts, and the videoconference via the desktopcomputer is ended.

In another example embodiment, a customer uses a computer browser tonavigate to a company's website. The website shows a “Live Chat” link.When selected, a chat session is requested. As with many chat requests,an agent is not immediately available. While no agent is available, thecontact handling system communicates with the customer, inviting orcausing the customer to see an additional browser window. In someembodiments, the browser window contains information deemed by thecontact handling system to be useful to the customer. The informationmay be in the form of a self-help system, a selection ofFrequently-Asked Questions (FAQ), advertising of company products, etc.In other embodiments, the additional browser window may display a formthat invites the customer to enter pertinent details (name, accountnumber, order number, problem description, etc.) that will be providedto the agent assigned to the customer for the chat session. When anagent is assigned to the chat session, the contact transitions to a chatwith the agent and customer and the agent can save time by using thosepertinent details already filled in by the customer.

In an additional example embodiment, a customer is in a chat sessionwith an agent, but is becoming impatient and frustrated withcommunicating over chat. The customer requests live conversation orvideoconference either by stating it in the chat text, or selecting theoptions from the chat client. The chat session soon transitions to oneof the following, as requested by the customer: customer microphoneaudio conversation to the agent, telephony conversation between thecustomer and the agent, or videoconferencing between the customer andthe agent.

In yet another example embodiment, an agent is assigned a contact at anagent workstation by an automatic contact distributor. The client mediais a mobile phone call. The client wishes to move the contact to herland-line phone—perhaps over concerns for her monthly allowance ofminutes or her phone's remaining battery charge—and asks the agent if itwould be possible. The agent pulls up information about the client onthe agent workstation. The client's landline phone number is in thesystem, but only the last four digits are available to the agent toprotect the client's privacy. The agent confirms with the client thatthe agent should call the landline phone number, which the agentidentifies with only the last four digits available to the agent. Onceconfirmed, the agent uses the agent workstation to transfer the contactto the stored landline number.

In still another example embodiment, a customer uses a browser tonavigate to a company's website. The web site shows a “Click to Talk”link. The customer selects the link inside of the contact handlingsystem's normal business hours. When selected, the customer is asked toenter the phone number that the company should call in order to speakwith the customer. Shortly thereafter the customer's phone rings and thecustomer begins speaking with an agent.

In yet a further example embodiment, a customer broadcasts a question toa company publicly via social media. The contact handling systemreceives the question and the contact is assigned to an agent, whoresponds with a public reply to the customer. The customer, wishing tocontinue the contact via phone, sends a private message back to thecompany via the same social media and includes the customer's phonenumber and a request for a phone call. The agent calls the customer andcontinues the contact over the phone.

4. Examples of Introducing a Slower Expected Communication Rate toContacts in Contact Handling Systems

A contact occurring over a particular medium generally has an expectedminimum communication rate, i.e., the parties to the contact have ageneral expectation of how much time may pass before a nextcommunication is received. The expected minimum communication rate maybe dependent in part on the nature, content, or context of thecommunication. For example, a customer may expect a longer wait if heknows the agent is looking up information or is otherwise occupied withan auxiliary task. However, the expectation of a minimum communicationrate will vary widely based on the media of the contact. Whentransitioning a contact to a media with a slower expected minimumcommunication rate, parties to the contact do not expect the same paceof communication as they did before the transition. Instead, the partiesgenerally expect more time to pass between communications. However,faster communication rates are usually acceptable. In some embodiments,a party may not communicate at all while the contact occurs over a mediawith a slower expected communication rate. Transitioning a contact to amedia having a slower expected communication rate can permit betterflexibility to improve the outcome, including responding to changes incustomer, agent, or contact handling system circumstances as the contactis ongoing. For example, transitioning a contact from a current media toa media having a slower expected communication rate can allow a customerto continue with a contact whereas the customer otherwise would havebeen forced to end if required to continue the contact at the currentpace. This may decrease the likelihood that a customer will end acontact prematurely, thus bringing more contacts to a successfulcompletion and resulting in an increase in customer satisfaction andefficiency of contact handling systems.

In some embodiments, a transition to a media with a slower expectedcommunication rate can result in a period of transacting little or nocommunication. For example, in response to a break in communication viaa first media, the contact handling system can send the customer anothercommunication via a different media, the other communication including aURI for reconnecting via the first media. The different media can bemonitored for a response, but a response is not necessarily expected.The customer may use the URI to reconnect via the first media withoutresponding via the different media. In certain embodiments, the customercan resume the contact with the same agent the customer wascommunicating with previously. In other embodiments, particularly wherethe agent is no longer available, the customer is connected with adifferent agent who is given the details of the contact so the customercan continue the contact with the different agent. There are numerouscircumstances that can cause a customer to break from communication withlittle or no warning. For example, a power outage or dead battery maycause the customer equipment or network connection to stop functioning.In other examples, a customer may have to deal with a problem thatdevelops outside of the contact.

In other embodiments, the customer can continue communicating via adifferent media type having a slower expected communication rate, whichmay have the effect of allowing the customer to slow down the pace of acontact. There are a number of reasons a customer may wish to slow downthe pace of a contact. For example, during a contact, a customer mayneed to attend to an event external to the contact, but the current paceof the contact requires too much of the customer's attention for thecustomer to successfully attend to the event; however, if the pace ofthe contact were slowed, the customer could successfully attend to theevent and resume the contact when circumstances allow. In otherexamples, a customer may need to attend to an event external to thecontact, but it would be considered discourteous to attend to the eventwhile providing the contact with the type of media or degree ofattention required by the current pace of the contact.

In some embodiments, after transitioning to a media having a slowerexpected communication rate, the contact may conclude over the mediahaving the slower expected communication rate. In some otherembodiments, after transitioning to a media having a slower expectedcommunication rate, the contact can transition again, but to a mediahaving a faster expected communication rate. This can have an effect ofspeeding up the progress of the contact because the parties are expectedto respond more quickly and/or the media may permit faster communication(e.g., a majority of people can talk faster than they can type). Intransitioning again, but to a media with a faster expected communicationrate, the contact can transition to a third media or back to theoriginal media.

Referring to FIG. 3A, a method for introducing a slower expectedcommunication rate to a contact with a customer. The method can occurduring a contact 300. The customer can be, but does not have to be,communicating with an agent. At a point in the contact, the contacthandling system is prompted to introduce a slower expected minimumcommunication rate 310. The contact handling system can be prompted tointroduce a slower expected communication rate in a number of ways. Insome embodiments, the customer prompts the contact handling system. Forexample, the customer can prompt the contact handling system byselecting an option through key presses on a phone keypad or selecting abutton or link on an instant message chat window and/or browser window.In other embodiments, the contact handling system monitors the contactand prompts itself. For example, the contact handling system may beprompted to introduce a slower expected communication rate when one ormore of the current communication media connection paths aredisconnected. The customer can be informed in advance that disconnectingthe current media will prompt a transition to a media with a slowerexpected communication rate, allowing the customer to initiate theslower expected communication rate by disconnecting the mediaintentionally or unintentionally. In still other embodiments, an agentcan prompt the contact handling system to introduce a slower expectedcommunication rate. For example, the agent can select an option on anagent workstation.

At the time the contact handling system is prompted, the customer andthe contact handling system are communicating via a first media typehaving an expected communication rate. Different media types potentiallyhave different expected communication rates. For example, whencommunicating via phone, VoIP, or videoconference, parties to acommunication expect that generally less than a minute will pass betweensomeone speaking over those media types unless one or more of theparties is placed on hold or otherwise indicates that latency inresponse should be expected. Parties to a communication may expect thatmore time may pass between communications being transmitted via othermedia types. For example, parties to an instant message chat may expectas long as several minutes or more to pass before a response message isreceived, particularly if a waiting party knows the responding party ischatting via a mobile phone. Parties communicating via an SMS media typemay expect as long as several hours or more to pass before a responsemessage is received. Parties to an email exchange may expect as long asseveral days to pass before receiving a response; parties may evenexpect that no response may be received at all. It will be appreciatedthat communication rates can be faster—even much faster—than theexpected communication rates. Media types with expected communicationrates generally slower than communication rates expected over phone—forexample, instant message chat, SMS, email, etc.—can potentially reachcommunication rates near or above phone communication rates depending onthe communication, and the parties' attention, input (e.g. typing)speed, and communication tools (e.g., prepared blocks of text to beautomatically sent to the customer). It will also be appreciated thatother media types not discussed here may have other expectedcommunication rates. In addition, it will be appreciated that expectedcommunication rates may change over time or time of day for a givenmedia type.

Referring still to FIG. 3A, once prompted, the contact handling systemtransitions from the first media type to a second media type having anexpected communication rate slower than the first media type 320. Insome embodiments, the slower expected communication rate allows one ormore party to the contact to take more time to respond to a particularcommunication while the party waiting for the response expects that theresponding party may take more time to respond. In some otherembodiments, a party to the communication may not respond at all via thesecond media type, particularly where the contact handling system sendsa URI allowing the customer to reestablish communication via the firstmedia type.

Referring to FIG. 3B, the contact may transition to a media type havingan expected communication rate faster than that of the second media type330. In some embodiments, the contact may transition back to the firstmedia type. In some other embodiments, the contact may transition to athird media type. Communication rates of different media can relate tothe length of time it would take to perform the same contact overdifferent media. It will be appreciated that communication rates for agiven media may relate to expected communication rates for that media.For example, communication via phone may occur faster than via chat,which may occur faster than via SMS, which may occur faster than viaemail. It will be appreciated that exceptions can exist depending on thecircumstances of the communication. By transitioning to a second mediatype having a faster expected communication rate, the progress rate ofthe contact can increase, prompting the contact to conclude more quicklythan if the contact continued via the second media type.

In an example embodiment, a customer is speaking on a mobile phone withan agent of a company regarding an issue, but the customer now needs toattend a business meeting. The agent transitions to SMS communicationswhile the meeting is in progress, but the issue is still unresolved.After the meeting the customer and agent transition back to voicetelephony.

In another example embodiment, a customer is speaking on a mobile phonewith an agent of a company while in a line in a retail store to buy anumber of products from a retail clerk from an unrelated company.Foreseeing a need to interact with the retail clerk and recognizing thatthe retail clerk and other people in line may consider the customer'scontinued use of the mobile phone to be rude, the customer requests thatthe agent transition the contact to SMS. The agent selects acorresponding option on the agent workstation, which disconnects thephone connection path, brings up SMS communication software on the agentworkstation, and opens a SMS communication path using the customer'smobile phone number, which is stored with the rest of the customer'sinformation. The customer continues to communicate with the agent viaSMS on the mobile phone during times when the retail clerk does notrequire the customer's attention. After the customer has finishedinteracting with the retail clerk, the contact is reverted back to voiceover the customer's mobile phone.

In an additional example embodiment, a customer is chatting with anagent via instant messaging using the customer's laptop computer. Thecustomer's child requires medical attention as a result of an unexpectedaccident before the customer and agent can resolve the contact. Thecustomer informs the agent of his intention to stop chatting with theagent. The agent sends the customer an email including a link in thebody of the email that the customer can use to resume the chat sessionwith the agent. Later the customer does not respond to the email withanother email, but instead opens the email using the customer'ssmartphone and selects the link, which opens a chat window with theagent on the customer's smartphone. The agent and the customer continuethe contact while the customer's child receives medical attention. Whenthe contact is concluded, the agent causes a survey to open in a browserwindow on the customer's phone. In a similar embodiment, the customerselects the link in the email on the customer's laptop computer afterthe child has received the medical attention.

It will be appreciated that a contact may achieve a slower expectedcommunication rate by transitioning to a given media type in someexample embodiments, while transitioning from the same given media typein other example embodiments. For example, one contact can begin viainstant message chat and transition to electronic mail to achieve aslower expected communication rate, while another contact can begin viatelephone and transition to instant message chat to achieve a slowerexpected communication rate.

It will be appreciated that the customer, agent, or contact handlingsystem may desire increased latency. In some example embodiments,latency can be added to increase the number of customers communicatingwith an agent, particularly during short-term peaks in contact volume.This can be done by increasing the number of customers in concurrentcontact with an agent, e.g., through two or more instant messaging orSMS windows on the agent workstation. The agent may be able to jugglecommunicating with multiple customers over some media more successfullythan others. For example, an agent can compose and send a textcommunication to one contact while waiting for a response from anothercontact. Customers expect the communication rate to be slower with somemedia, and as a result, may be more patient in waiting for a responsewhen communicating via these particular media. As a result, the agentmay have more opportunity to communicate with other customers.

In an example embodiment, the contact handling system notes a high peakvolume of customers waiting to begin a contact with an agent. Thecontact handling system indicates the high volume of waiting customersthrough agent workstations. An agent speaking with a customer over thephone who sees the indication asks the customer if the contact can betransitioned to instant message chat. The customer agrees, and thecontact transitions from phone to instant message chat. Once chattingwith the customer, the ACD and media server of the contact handlingsystem supply the agent with additional contacts, which the agent isable to handle concurrently.

In another example embodiment, the contact handling system notes a highpeak volume of contacts waiting to speak to a human agent by phone. TheIVR of the contact handling system plays a pre-recorded audio promptinforming the waiting customers that they may be able to communicatewith an agent sooner if they are willing to transition to chat, SMS, oremail. Customers willing to transition to the other media indicate theiracceptance and choice by touch-tone key presses or Automatic SpeechRecognition (ASR). The contact handling system transitions the willingcustomers to their chosen media and supplies the transitioned contactsto available agents.

5. Examples of Parallel Media Transitions in Contact Handling Systems

Parallel media transitions can allow a customer in a contact tocommunicate with the contact handling system over more than one mediaconnection path in parallel. This can permit better flexibility toimprove the contact, including permitting particular communication to besent via media better suited to communicate the particular information.For example, as the contact is conducted via a first media, informationthat can be more efficiently communicated via a different media can becommunicated in parallel over the media, thus improving the overallefficiency of that contact. As a result, customer satisfaction and theefficiency of the contact handling system may be improved.

Referring to FIG. 4A, a method for improving a contact using parallelmedia transitions. The method can occur during a contact between acustomer and the contact handling system 400. The contact can, but doesnot have to include an agent. During the contact, the contact handlingsystem and customer communicate via a first media 410. This can includethe customer waiting in a queue for an available agent. Also during thecontact, the customer and contact handling system communicate over asecond media as the customer and contact handling system continue tocommunicate via the first media 420. The decision to communicate over aparallel communication can be made for a number of reasons. Informationto be communicated to the agent or customer may be difficult totranscribe or memorize. For example, a party to the contact may need toprovide a long product code made up of seemingly random letters andnumbers to the other party. While the code may take a relatively longtime to recite to the other party over the phone and be prone totranscription errors, the code may be sent more quickly over atext-based or image-based media. Parallel communication can also be usedto visibly demonstrate instructions or descriptions that would takelonger to convey over text- or speech-based media. For example, an agentproviding customer support for a product may open a parallelcommunication path to show the customer images of the product to providecontext for the written or spoken support and to allow the agent to drawattention to parts of the product using visual reference. Parallelcommunication can also allow parties to a contact to demonstrateinternet-based actions in a shared setting. For example, an agent maywalk a customer through an account setup process on an internet website,allowing the customer to select options, but allowing the agent tonavigate at least part of the time (co-browsing). Parallel communicationcan additionally allow a contact handling system to increase customersatisfaction during the contact by allowing more flexibility to respondto a customer's needs. For example, if the customer is having adifficult time understanding or following an agent's spoken instructionsfor a task, the agent may send the customer (potentially previouslyprepared) text and/or image-based instructions while continuing tocommunicate verbally to ensure the customer is better able to understandthe text and/or image-based instructions and to continue to provideadditional support. Referring to FIG. 4B, in some embodiments, the firstor second media connection path can be closed after a period of parallelcommunication 430. It can be advantageous to close connection paths whenthey are no longer being used, are no longer needed and/or are usingsystem resources that can be better utilized by the contact handlingsystem. Referring to FIG. 4C, more than two communications can be sentin parallel 440.

Parallel communication can include simultaneous communication over twoor more media, i.e., a first communication is sent via a first media asa second communication is sent via a second media. However, parallelcommunication can also include sending a second communication over asecond media while the first media connection path is open and monitoredby the parties even if no communication is sent via the first mediaconnection path simultaneously as the second communication is sent. Forexample, a customer and agent can be on the phone with one another whilethe agent sends the customer an SMS message in a parallel communicationeven if neither the agent nor the customer speaks as the SMS message istransmitted.

In certain embodiments, the customer initiates the parallelcommunication. For example, by selecting an option to add an additionalmedia connection path on a chat window. In some embodiments, thecustomer can send the contact handling system a communication via anadditional connection path and the contact handling system will createthe parallel communication automatically. For example, a customer may bein a contact with an agent when the customer sends the contact handlingsystem an SMS message from the customer's mobile phone withoutspecifically routing the SMS message to the agent in some way. Thecontact handling system can receive the message, check the originatingnumber against a database of customer information to determine that theSMS message originated from a customer currently in a contact with anagent. The contact handling system can route the SMS message to theparticular agent's agent workstation and send any response SMS messagesto the customer's mobile phone. In other embodiments, the agentinitiates the parallel contact. For example, the agent may select adifferent media on the agent workstation and select an option to send acommunication via the different media. In other embodiments, the contacthandling system may initiate the parallel communication independent ofthe agent. For example, the contact handling system may automaticallysend the contact a parallel communication in response to a particularoccurrence in the contact.

In some embodiments, the parallel communication can occur via a secondmedia received by the same device as the first media. For example, thecustomer may receive an SMS message on the same mobile phone being usedto speak with an agent. In other embodiments, the parallel communicationmay be received on a different device than the first media. For example,the agent and customer may begin a parallel co-browsing session usingthe customer's desktop computer while the agent and customer speak onthe phone.

In some embodiments, the parallel communication can include co-browsing.Co-browsing can include the system, agent, or customer causing a browserwindow to be seen by both the customer and the agent, where the actionsof either party are reflected in both windows. The agent may then assistthe customer with navigation or other actions within the browser window.

In some other embodiments, the parallel communication includes allowingthe customer to see and potentially interact with software and/ormultimedia communication coordinated by the contact handling system.This may include web conferencing, real-time collaboration, desktopsharing, or the like. It will be appreciated that these communicationtypes can be browser-based and/or require browser plug-ins orstand-alone software.

In an example embodiment, a customer of a company uses a computerbrowser to navigate to the company's web site. The web site shows a“Live Chat” link. When selected, a chat session is launched with anagent of the company. During the chat, the agent causes the customer tosee an additional browser window with information deemed by the system(e.g. the script controlling the contact) or the agent to be potentiallyuseful to the customer.

In another example embodiment, a customer uses a computer browser tonavigate to a company's web site. The web site shows a “Click to Talk”link. When selected, the customer is asked to enter the phone numberthat the company should call in order to speak with the customer.Shortly thereafter the phone rings and the customer begins speaking withan agent of the company. During the conversation, the agent causes thecustomer to see an additional browser window with information deemed bythe system or the agent to be useful to the customer. The phone numberentered by the customer is saved as a browser “cookie” that may beretrieved during future communication and displayed as a convenience tothe customer in case it might save her/him the necessity of re-enteringthe number.

In a further example embodiment, a customer uses a computer browser tonavigate to a company's web site. The web site shows a “Click to Talk”link. When selected, the customer is asked to enter the phone numberthat the company should call in order to speak with the customer.Shortly thereafter the phone rings and the customer begins speaking withan agent of the company. During the conversation, the agent offersface-to-face conversation, at which time their webcams are linked andbegin the exchange of video. The audio continues to be exchanged viatelephony.

In an additional example embodiment, a customer of a company uses acomputer browser to navigate to the company's web site. The web siteshows a “Live Chat” link. When selected, a chat session is requested. Aswith many chat requests, an agent is not immediately available. Until anagent becomes available and after the chat session begins, the systemcauses the customer to see an additional browser window with informationdeemed by the system to be useful in resolving the customer issue. Suchinformation may be in the form of a self-help system, a selection ofFrequently-Asked Questions (FAQ), advertising of company products, etc.The additional browser window can display a form that invites thecustomer to enter pertinent details (name, account number, order number,problem description, etc.) that will be provided to the agent assignedto the customer for the chat session. This allows the agent to save timeby using those pertinent details already filled in by the customer.

In yet another example embodiment, a customer is speaking on a mobilephone with an agent. The information requested by the customer may beerror-prone to transcribe or memorize, so the agent sends theinformation to the customer via SMS or email while the conversationcontinues via voice.

In yet a further example embodiment, a customer is conversing via thetelephone with an agent. During the conversation, the customer and/oragent identify a benefit that would result from establishing aconnection between their computers (e.g., a chat window, a browserwindow, or the like). Still on the phone, the customer navigates to thecompany's web site and clicks on “Join Agent”. If the customer haspreviously used “Join Agent” or “Click to Talk” on this computer, thecustomer was prompted to enter their phone number, which was kept in abrowser cookie. If not, the customer is prompted to do so now. Using thecustomer's phone number, the contact handling system determines whichagent is party to the communication, a new window appears on the screenof both the agent and the caller, and the data connection is made. As aresult, the customer and agent can communicate over the phone and thecomputer connection. In another example embodiment, the customernavigates to the company's customer service website while in a queuewaiting to be assigned to an available agent. The customer may beencouraged to do so by a prerecorded message played as the customerwaits for an agent to become available. On the website, the customer canchoose to associate the computer connection with the existing phoneconnection through a cookie or other identifying information. Once thephone and computer connections are associated the contact handlingsystem, including an agent, can communicate with the customer via bothconnections. For example, the customer can be prompted to enterpertinent information via the computer connection to be delivered to theagent ultimately assigned the contact.

In yet an additional example embodiment, a customer calls a softwarecompany's customer service department via the telephone to seek customersupport for a particular software program sold by the company. Whileproviding product support over the phone, the agent offers todemonstrate the instructions while describing the instructions over thephone. The customer agrees and uses a browser on a computer to navigateto a website as instructed by the agent. The agent runs the program froma contact handling system server and the program window appears on theagent workstation and the customer's computer display. The agentinteracts with the program while delivering instructions over the phone;the customer sees the agent's interaction with the program while hearingthe agent's instructions over the phone. The customer has a questionabout the program and interacts with the program while explaining thequestion over the phone; the agent sees the customer's interaction withthe program while hearing the customer's question over the phone.

In still a further example embodiment, a customer navigates to thewebsite of a company offering web-based products and services. Thecustomer selects a “Live Chat” link on the web site. A chat window opensand the customer begins to chat with an agent about purchasing thecompany's products and services. During the chat, the agent causes abrowser window to appear on the customer's display to provide a visualrepresentation of the differences in product and service packagesoffered by the company including an interactive demonstration that thecustomer can control via the customer's input devices. The customerpurchases one of the packages. The agent then opens another browserwindow and walks the customer through the purchase and setup steps inthe browser window while explaining his actions and answering customerquestions via the chat window. The customer enters information and theagent submits the information and navigates through the steps. When alicense agreement is displayed, the agent scrolls through the agreementand highlights sections of the agreement as the agent explains variousprovisions in the license. Once the agent has finished explaining thelicense, the customer checks a box acknowledging that the agent has goneover the license and selects an “I Agree” link to accept and enter thelicense agreement. Once the purchase is complete, the agent shows thecustomer how to use the product by logging the customer into thecustomer's actual product. The agent gives the customer a tour of thefeatures—describing the feature via chat or through another openparallel media such as phone and demonstrating the product in theco-browsing window—including options to change the product'spreferences. While being shown these options, the customer changes someof the options from the customer's device.

6. Examples of Confidential Communications in Contact Handling Systems

Confidential communications allow a customer to provide sensitiveinformation to a contact handling system without providing the sensitiveinformation to an agent communicating with the customer in a contact.This can improve the secure handling of the sensitiveinformation—particularly where a human agent is involved. Thus a contacthandling system or a related company may better comply with federaland/or state laws (e.g., the Sarbanes-Oxley Act), industry standards(e.g., Payment Card Industry Data Security Standards [PCI DSS]), and/orcustomer expectations regarding privacy and sensitive information.

Referring to FIG. 5A, a method for receiving sensitive information froma customer while a media channel is open between a customer and anagent. The method can occur during a contact between a customer and anagent 500. During the contact, it is determined that sensitiveinformation is likely to be provided by the customer to the contacthandling system 510. Sensitive information can include any information acustomer or contact handling system considers sensitive. Sensitiveinformation can include, but is not limited to, information classifiedas sensitive or confidential by law, industry standards, or communitystandards. Some types of information can be considered sensitive by onecustomer and not by another customer. For example, a particular customermay consider his home address to be sensitive information while anothercustomer does not consider her home address to be sensitive information.In some embodiments, the agent determines that the customer is toprovide sensitive information to the contact handling system. In otherembodiments, the customer informs the contact handling system of intentto provide sensitive information to the contact handling system. Instill other embodiments, the contact handling system autonomouslymonitors the communication exchanged between the customer and agent anddetermines the customer is to provide sensitive information.

During the contact, the customer sends sensitive information, thecontact handling system receives the sensitive information, and thesensitive information is not provided to the agent 520. Once received,the contact handling system can, for example, use, validate and/or storethe sensitive information. In some embodiments, the agent may ask forthe sensitive information and request the customer provide the sensitiveinformation to the contact handling system in a way that prevents theagent from receiving the sensitive information. In certain embodiments,by sending the sensitive information by another media not available tothe agent. For example, the agent can provide the customer with a phonenumber, secure URI, etc. that the customer can use to provide thesensitive information.

In some embodiments, the determination that the customer is likely toprovide sensitive information 510 occurs when the customer providessensitive information 520; in some embodiments, the contact handlingsystem can monitor communication between the customer and the agent forpotential sensitive information. Should the contact handling systemrecognize possible sensitive information—e.g., the customer attempts tosend the agent a number resembling a credit or debit card number—thecontact handling system can use, validate and/or store the sensitiveinformation and redact the sensitive information in a way that the agentdoes not receive the sensitive information.

The customer and agent continue the contact after or while the sensitiveinformation is received 530. In some embodiments, the agent or contacthandling system confirms receipt of the sensitive information. In otherembodiments, the confirmation includes an identifying portion of thesensitive information; for example, if the sensitive information is anumber—such as a social security number or credit card number—a subsetof the digits may be used as an identifying portion.

Referring to FIG. 5B, in some embodiments, the contact handling systemcan send the customer a separate communication 540. In some embodiments,the agent can cause the separate communication to be sent to thecustomer. In other embodiments, the contact handling system can monitorthe customer/agent communication and send the separate communicationindependently (e.g., when the customer/agent communication indicatesthat the customer intends to provide sensitive information). In yetother embodiments, the customer can cause the separate communication tobe sent. The separate communication media can be the same as ordifferent than the media employed in the customer/agent communication.In some embodiments, the separate communication is integrated into thecommunication media sent by the agent; for example, if the agent andcustomer are chatting via instant message, the separate message may be aprivate message (“PM”) that appears in the customer's chat window. Thecustomer replies to the separate communication to submit the sensitiveinformation 550.

In an example embodiment, a customer uses a browser to navigate to acompany's website. The web site shows a “Click to Talk” link. Whenselected, the customer is asked to enter the phone number that thecompany should call in order to speak with the customer. Shortlythereafter the customer's phone rings and the customer begins speakingwith an agent. During the conversation, the agent's software systemneeds to know confidential information, such as a social securitynumber, bank account number, credit or debit card information, accountnumbers, passwords, pin numbers, etc. that cannot be disclosed by thecustomer to the agent for whatever reason. The system causes thecustomer to see an additional browser window with a form that willsubmit the confidential information to the system without disclosing itto the agent. In some embodiments, the agent can walk the customerthrough the steps to fill out the form; however, the agent cannot seethe information the customer enters. In certain example embodiments, theagent co-browses with the customer and the fields containing sensitiveinformation are blacked out, distorted, or otherwise redacted on theagent's workstation. In certain other example embodiments, the agent isprovided with a sample of the browser window provided to the customerand the agent can provide assistance to the customer through chat,including images of the browser window in the chat session.

In another example embodiment, an agent is assigned a contact by anautomatic contact distributor. The media is a landline phone call. Thecustomer on the phone is seeking technical support for a product thecustomer purchased. The agent provides technical support for the companythat manufactured the product. In their conversation, the agent andcustomer determine that the warranty period has expired for the product.The customer agrees to pay for a technical support session with theagent. The agent clicks a button on the agent's workstation and a mediaserver in the contact handling system calls the customer's landlinephone number. The customer receives the call via “call-waiting.” Thecustomer switches to the call; in the meantime, the agent waits on theother line. The customer is prompted to enter her credit cardinformation by an automated message, which the customer does using thephone's touch-tone keypad. The credit card information is transmittedback to the contact handling system, which the contact handling systemstores. After the customer has entered her credit card information, sheswitches back to the waiting agent. The agent's workstation indicatesthat the customer has provided valid payment information, but the agentcannot see—and cannot access—the customer's credit card information. Theagent then provides the customer with technical support.

In yet another example embodiment, a client is speaking on a mobilephone with an agent concerning changes to be made to an account thecustomer holds with the agent's company. The agent navigates to a windowon the agent workstation that allows the agent to make changes to theclient's account. The contact handling system checks if the phone numberof the phone the client has used to call the contact handling system hasbeen registered with the system. It has not, and the contact handlingsystem sends the client an SMS message requesting the client's socialsecurity number for identity validation. In the meantime, the contacthandling system disables the agent's ability to change the clientaccount setting from the agent workstation and displays a message to theagent indicating that the system is validating the client's identity.The client replies to the SMS message with another SMS messagecontaining her social security number; this message is not disclosed tothe agent. After the system has verified the client's social securitynumber, the agent is able to make changes to the client's account at theagent's workstation. The agent then makes changes to the client'saccount according to the client's instructions.

In an additional example embodiment, a collection agency calls acustomer with an outstanding debt via a telephone landline to attempt tocollect on a debt. In speaking to an agent, the customer agrees to paythe owed debt through installment payments. The customer provides theagent with an email address over the phone and the agent emails thecustomer a link. The customer, while still on the phone with the agent,uses his computer, tablet or smartphone to open the email and follow thelink to a website where the customer can provide his bank accountinformation for the installment payments. The agent walks the customerthrough the steps to submit the bank account information. Oncesubmitted, the agent receives a confirmation that the bank accountinformation was received, including the last four digits of the bankaccount number to identify the bank account without providing the agentwith the full account number. The agent informs the customer that theaccount information was received, reciting back the last four digits ofthe bank account number. The customer then arranges payment details suchas timing and amounts with the agent. In a similar example embodiment,instead of sending a link via email the agent recites a URI over thephone that the customer can enter into a web browser to navigate to thewebsite to provide his bank account information.

In another example embodiment, a customer is chatting with an agent viainstant message chat over the internet. In the course of the chat, theagent asks for the customer's address. However, the customer does notwant to provide her address to the agent and instead selects an optionon the chat window that allows her to provide information directly tothe system without providing it to the agent. After the customer selectsthe option, an additional chat is started between the customer and anautomated chat system in a separate chat window or within the chatwindow the client is using to chat with the agent. The automated programmay check the status of the agent's workstation to deduce whatinformation the customer has chosen not to provide to the agent;otherwise, the automated program communicates with the customer todetermine what information the customer would like to provide. While thehuman agent is still available, the automated chat program requests thecustomer's address and the customer provides her address in theautomated chat. Once the customer's address is provided, the agent'sworkstation indicates that the customer's address has been entered, butthe actual address is not shown. The human agent and customer continuetheir communication.

In an example embodiment, an agent and customer are communicating viaSMS messages. The customer includes a credit card number and expirationdate in an SMS message intended for the agent. The contact handlingsystem recognizes the credit card number and expiration date in themessage. The contact handling system stores the credit card informationand redacts the SMS message at the agent workstation so the agent cannotread the credit card information.

In an additional example embodiment, a customer is at a company'sphysical customer service department, speaking with an agent. In thecourse of the communication, the contact handling system needs thecustomer's social security number kin the course of the transaction. Thesystem sends the customer's mobile phone an SMS message as the customeris speaking with the agent. The customer responds to the SMS messagewith a message including the customer's social security number.

In still another example embodiment, a customer of a company uses acomputer browser to navigate to the company's web site. The web siteshows a “Live Chat” link. When selected, a chat session is launched withan agent of the company. During the chat, the agent opens a co-browsingsession with the customer, using the agent workstation browser todemonstrate to the customer how to use the company's web-based product.When the company's web-based product requires the customer's password,the customer enters the password into the password field, but thepassword is not revealed to the agent because the password is masked,i.e., the password characters are not displayed as the customer typesthem, but are instead replaced with bullet characters.

In some embodiments, the customer is not communicating with a humanagent, but still provides sensitive information via a separate mediachannel because the separate media channel is more secure, is perceived(perhaps incorrectly) by the customer to be more secure, or is moreconvenient for entering the information. In an example embodiment, thecustomer is chatting via instant messaging with the contact handlingsystem via an automated chat program. The chat program asks the customerto provide her debit card number. The customer asks for a more securemethod of submitting her debit card number and the contact handlingsystem opens a secure webpage in response.

In another example embodiment, the methods are employed in surveyscenarios. Surveys are performed to gather information on a variety ofsubjects. In some instances, survey results may be skewed because theperson being surveyed is embarrassed or otherwise unwilling to answer aquestion truthfully to an agent. These surveys may be performed withoutan agent—e.g., through prerecorded questions and touch-tone responsesover a phone or written questions over the internet. However, it may beadvantageous to have an agent communicate with the client; for example,to convince the client to take the survey or to answer any questions theclient might have. To improve survey results by allowing the personsurveyed to give anonymous answers, the agent may ask the clientquestions as the client responds to those questions via a browserwindow, SMS, or other media.

7. Examples of Dissimilar Language Communication in Contact HandlingSystems

Dissimilar language communication can allow a contact handling system tobetter manage contact backlog, particularly for customers requestinglanguage support for languages a majority—or all—agents are notproficient in. Better management of contact backlog can allow somewaiting customers to communicate with an agent sooner than the customerwould otherwise. This may improve customer satisfaction by shorteningwait times or by allowing a customer to communicate with an agent whendoing so would otherwise not be possible. Dissimilar languagecommunication can also allow a contact handling system to better manageagent availability, scheduling, and workforce makeup; language supportof particular languages can be handled through dissimilar languagecommunication and it becomes less important for agents possessingparticular language skills to be available and/or on staff.

Referring to FIG. 6, a method for facilitating a contact usingdissimilar language communication. In some embodiments, a customer canrequest that a contact support a particular language that the customeris proficient using 600. In certain embodiments, the customer canrequest the language explicitly. For example, the customer calls acontact handling system and an IVR offers language choices. The customerthen selects a language choice. In certain other embodiments, thelanguage choice is made indirectly. For example, the customer mayrequest a contact via a browser window, sending with the request thebrowser's default language setting. In another example, the customercalls the contact handling system and the contact handling systemdefaults the IVR language to the majority language of the country fromwhich the call originated. If the customer does not choose to change theIVR language, the majority language of the country from which the calloriginated is treated as the requested language.

The contact handling system can then determine the wait time thecustomer likely will experience before communicating with an agentproficient in the requested language 610. In some embodiments, todetermine the likely wait time, the contact handling system employs ageneral wait time calculation taking into consideration only agentsproficient in the requested language and other customers that haverequested the same language rather than all agents and all customers. Insome embodiments, agents proficient in the preferred language may bequeried via agent workstations for an estimated time to availability. Itwill be appreciated that other methods and systems for calculating waittime estimates are available.

The system can then compare the likely wait time against a thresholdwait time 620. In some embodiments, the threshold wait time may be afixed. In certain embodiments, the threshold time period is set to atime period considered to be a reasonable time period for a customer towait for an agent proficient in the requested language. In certain otherembodiments, the threshold time period can be relative. For example, thethreshold can fluctuate based on other customers' wait times. Thethreshold can also depend on the requested language and/or the locationthe call originated from. For example, the threshold can vary based oncultural expectations common in the country where the call originated.In another example, the threshold can vary based on the effectiveness ofmachine translation between the requested language and the language orlanguages available agents are proficient using; if machine translationis particularly efficient for the requested language, threshold timeperiod may be shorter than for languages less efficiently handled bymachine translation. Machine translation may be more effective intranslating a first language to a second language over a third language.For example, the first and second language may share grammatical orother similarities allowing the machine translation to translate betweenthe two languages more effectively than the first and third languages.Some languages may be translated more effectively using machinetranslation because more effort has gone into creating effective machinetranslation. For example, machine translation between English andSpanish—both with hundreds of millions of native speakers—may be moreeffective than machine translation between languages having only a fewmillion native speakers.

If an agent proficient in the preferred language is not available withinthe threshold wait time, the system may assign the customer to anavailable agent not proficient in the preferred language and employmachine translation to allow the agent and customer to communicate 630.In several embodiments, the contact handling system can request thecustomer's consent to use machine translation. In some embodiments, thecustomer is queried for preferences regarding machine translation. Forexample, the contact handling system may inform the customer of theestimated time to communicate with an agent proficient in the preferredlanguage and give the customer the option of: communicating with anavailable agent through machine translation; selecting an additionalpreferred language; waiting for an agent proficient in the preferredlanguage; or receiving a callback, email, or other communication when anagent proficient in the preferred language becomes available. In someembodiments, the contact handling system may assign the contact to anagent proficient in a language that will allow more efficient machinetranslation to and/or from the requested language.

In some embodiments, the contact handling system can take a wait-and-seeapproach. For example, once the contact handling system determines thatan agent proficient in the requested language is unlikely to becomeavailable within the threshold time, the contact can then be placed in ageneral pool of contacts waiting for the next available agent. Thegeneral pool of customers may be customers requesting a contact in thelanguage primarily used by the contact handling system. While thecustomer is waiting for the next available agent to communicate withusing machine translation, the customer may be assigned to an agentproficient in the requested language if such an agent becomes availablewhile the customer is waiting. In another example, the contact handlingsystem may arrange to assign the customer to the next available agentproficient in the preferred language, but should no such agent becomeavailable during some time period, the system may then check to see ifan agent proficient in the preferred language is likely to be availablewithin a threshold time.

In some other embodiments, the customer's chosen communication mediatype does not support machine translation and the system may offer tothe customer media types that will support machine translation. Thecontact handling system may transition the contact to a chosen mediatype that supports machine translation. In other embodiments, thecontact handling system may not support machine translation for thecustomer's preferred language and the contact handling system may offerthe customer other language choices that the customer may be proficientin that the contact handling system can support via machine translation.

In some embodiments, the agent can be informed when an agent proficientin the chosen language becomes or is about to become available. Theagent and/or customer can then decide if the contact should betransitioned to the agent proficient in the requested language or tocontinue with the current agent using machine translation.

In an example embodiment, a customer calls the customer supportdepartment of a company. The IVR offers language choices. If for anyreason the language selected cannot be supported within a threshold timeperiod by call center agents, machine translation will be used tocommunicate between caller and agent.

In another example embodiment, a customer uses a computer browser tonavigate to a company's web site. The web site shows a “Live Chat” link.When selected, a language specifier is offered. If for any reason thelanguage selected cannot be supported within a threshold time period bycall center agents, machine translation will be used to communicatebetween caller and agent.

In some embodiments, the method can be used in contacts originated bythe contact handling system. In an example embodiment, an agent contactsa customer via phone. The agent is proficient in English; the customerknows very little English, but is proficient in German. The customerspeaks to the agent in German. The agent does not recognize the languageand selects an option on the agent workstation indicating such. Thecontact handling system, using a recording of the conversation, runscommercially available language recognition on the customer's speech andrecognizes it as German. Potentially, if the contact handling system hasthe capability to translate spoken German to English, the system does soand displays the translation on the agent workstation. The agent inputsthe text of a message to the customer into the agent workstation and thecontact handling system uses machine translation and commerciallyavailable speech synthesis to communicate the message to the customer inGerman over the phone. The agent then requests that the contact handlingsystem assign an agent proficient in German to speak to the customer ifsuch an agent is available. The ACD searches for available agentsproficient in German and determines that none are available or likely tobe available shortly. The contact handling system then informs the agentthat the customer will remain with the agent. The contactcontinues—translating the agent's English communication into German forthe customer and translating the customer's German communication intoEnglish for the agent. If the contact handling system does not have thecapability to translate spoken German to English, the contact handlingsystem plays a pre-recorded German message. The prerecorded message maygive the purpose for the call and indicate that if the customer isinterested, the customer may stay on the line for an agent proficient inGerman, can switch to a text-based media able to support machinetranslation, or can request a call back when an agent proficient inGerman is available.

8. Example Components of Social Media Systems

Social media systems generally allow users of social media to connectand interact with other users of social media. Examples of social mediasystems include Facebook, Twitter, and LinkedIn; however, many moresocial media systems exist. A user of social media can generally includepeople, companies, and other entities. Many social media systems allowusers to form an identifiable connection with other users. Examples ofthe names given in some social media systems to forming theseconnections include “friending,” “following,” “connecting,” “liking,”etc. However, it will be appreciated that other names may be used forthe connection formed between users of social media. Some social mediasystems allow one-way connections, i.e., a first user can form aconnection with a second user without the second user forming aconnection with the first user. Some social media systems require atleast some of the connections to be two-way connections, i.e., in orderfor a first user to form a connection to a second user, the second usermust form a connection to the first user. The nature of the connectionscan alter the interactions and information exchanged between the twousers.

Many social media systems include profiles identified with each user.These profiles can contain information on the user with whom the profileis associated. Information available via a profile may include contactinformation such as phone numbers, instant messaging identifiers, etc.Some of a user's information may be made available to other users, oftenthrough a location providing biographical information, for example, a“profile page.” A user often can control privacy settings that can allowother users to access the contact information contained in the profileand/or at the biographical location. For example, a user can often makeinformation in the user's profile public and thus available to anyone oranything with access to the social media—even nonusers of the socialmedia. A user can often limit accessibility of some of the informationon the user's profile to other users of the social network or to asubset of users. A user can, for example, often prohibit others withwhom the user is not connected from accessing the user's detailedinformation. Thus, a user can identify contact information for anotheruser if the other user's settings allow the contact information to beaccessed. In some instances the users have to be connected for one orboth of the users to access the information of the other user. Somesocial media systems allow a user to use the social media systems' useridentification to identify the user to websites and internetapplications not on the social network. For example, a website may allowa user to login to the website using a social media network login evenwhen the website and social media network are unrelated.

Many social media systems allow users of the social media to communicatewith other users from within the social media. Many social media systemsalso allow users of the social media allow users of the social media tocommunicate using mobile phones via the social media. In some socialmedia systems, communication channels may include media types equivalentto email, instant messaging, VoIP, videoconferencing, video calling,SMS, and other media types. Social media systems may includecommunication means unique to social media. For example, many socialmedia systems allow users to post communication to another user in anarea of the social media associated with another user. Social mediasettings can make these posts public or available to only a subset ofusers. Many social media systems also allow users to broadcastcommunication to connected users or the public. Often, users cancommunicate by making comments on posts and broadcasts available to theusers. Some social media systems allow a user to reference other usersin posts, broadcasts, and comments. Such referencing often notifies thereferenced user of the communication. Some social media systems may haveunique or semi-unique media types. For example, the social media systemTwitter can allow users to “Tweet” a message 140 characters or less tothe public or to one or more other users privately. Referring to FIG. 1,the media 125 types discussed in the embodiments disclosed herein mayinclude media types available through social media channels.

It will be appreciated that the examples of components and features ofsocial media and social media systems described herein are exemplary andthere exist other components and features of social media and socialmedia systems. It will also be appreciated that the components andfeatures described do not necessarily exist in every system that can beconsidered a social media system for purposes of the embodimentsdescribed herein.

9. Examples of Using Contact Information from Social Networks in ContactHandling Systems

Facilitating a contact using contact information from social mediaallows a contact to occur with less input from a customer. This improvesthe likelihood that the contact will occur. In sales contexts, thecustomer is able to prompt a contact more impulsively and has littleopportunity to abort the contact before being contacted by the company.In support and customer service contexts, the customer can prompt acontact with fewer steps and limited hassle. In addition, the addedconvenience of prompting a contact in some embodiments may prompt socialmedia users to form social media connections with some companies, thusincreasing the number of connections the company has within a socialmedia system. Social media connections can often be used to performmarketing campaigns, improve company goodwill, and improve companyimage.

Referring to FIG. 7, a method for facilitating a contact using contactinformation from social networks is illustrated. The contact handlingsystem can receive a request to initiate a contact 700. In certainembodiments, the request can be received by the contact handling systemthrough the internet. It will be appreciated that the request can bereceived by the contact handling system through other media types. Inseveral embodiments, the request includes information identifying thecustomer's identity on one or more social media systems. In someembodiments, the request includes a social media system identifier forthe customer, i.e., a unique identifier assigned to the customer by thesocial media system to identify the customer within the social mediasystem. In certain embodiments, the customer's social media identity isprovided when the customer uses a social media system login to log intoanother system from which the contact is requested. In some otherembodiments, other information is provided that allows the contacthandling system to determine a customer's social media identity, forexample, the identifying information may include the customer's name,email address, and/or contact information for media types that thecustomer is not requesting the company use to initiate a contact.

Using the identifying information, the contact handling system finds thecustomer's contact information using social media information 710. Asocial network allows users of the social network to connect andinteract with other users of the social network. Many social networksinclude accounts identified with each user. These accounts can containinformation about the user with whom the account is associated.Information available via an account may include contact informationsuch as phone numbers, instant messaging identifiers, etc. Some socialmedia networks may provide this information through a profile pageassociated with the user. A user often can control privacy settings thatcan allow other users or the public to access the contact informationcontained in the account. Some users of social media networks may allowtheir contact information to be publically available through socialmedia. Some users of a social media network may only allow other usersof the social media network to access their contact information. Otherusers may only allow other users with whom the user has formed aconnection to access their contact information. Still other users maycompletely prevent contact information from being provided or may onlyallow access to a select subset of connected users. To access theinformation, the contact handling system can query the social networkdirectly for the information in some embodiments. For some socialnetworks, users' information can be accessed by a URI containing theusers' social media identifiers. For some social networks, a searchfeature is provided. A search feature can be particularly useful if thesocial network identifier is not known. In some other embodiments, thecontact handling system can query a database containing informationcollected from social networks. The database can be created as the usersof social media systems form connections with the company and/or frominformation publicly available on social media systems. The informationin the database can be updated by monitoring the social media systems.Information can also be included from non-social media sources,including the contact handling system and/or the company's interactionswith customers; the internet; or from other directories. Multiple socialmedia accounts can be linked to a single user, thus making informationfrom multiple social media accounts available. The found contactinformation is used to initiate a contact 720.

In some embodiments, a communication request can originate from a mobilephone application including a feature allowing a customer who hasdownloaded and installed the application to the customer's mobile phoneto request the company initiate communication with the customer. Themobile phone application may provide a “Call Me” button that, whenselected, transmits a communication request to the contact handlingsystem. In some further embodiments, a mobile phone application canprovide a further menu of options to select a particular function(Sales, Customer Service, etc.) or department, and may even allow aparticular phone number or extension to be selected or entered. Themobile phone application can transmit the phone number for the mobilephone with the communication request if the phone's settings allow it.However, when the customer makes a communication request via a differentmedia, the mobile phone's settings do not allow the application totransmit the customer's phone number, or the feature is disabled toencourage customers to form connections with the company using socialmedia, the contact handling system can use the customer's social mediainformation to attempt to locate the customer's contact information.

In some embodiments, the company arranges for advertisements to appearto users of a social network as the users utilize the social network.The advertisement may communicate to the user that if the user clicksthe advertisement, the company will attempt to initiate communicationwith the user. If the advertisement is clicked, the contact handlingsystem may receive a request to initiate communication along with theclicking user's social media identifier. The contact handling system canthen use the social media identifier to attempt to locate the user'scontact information.

In an example embodiment, a customer has a Facebook or other socialmedia account in which her name and phone number are entered. CompanyACME Corp. is also on Facebook, and the customer has formed a connectionwith (“friended”) ACME on Facebook, allowing ACME access to her personalinformation. Using an ACME application on her mobile phone, the customerrequests a call from ACME customer support just by pressing a “Call Me”button on the ACME mobile phone application.

In another example embodiment, a customer uses a social network login tolog in to the company's website. In this example embodiment, thecustomer navigates to the company's website, where there is a buttonprompting the customer to log in using the customer's social medialogin. The customer logs in to the company's website, and once loggedin, the customer selects a “Call Me” link. The contact handling systemrequests the customer's phone number from the social network. Thecustomer's social network settings allow the contact handling system toreceive the customer's phone number from the customer's social mediaprofile. The customer may be required to provide permission for thephone number to be sent to the contact handling system through a promptpresented to the customer.

In an example embodiment, a customer selects an advertisement that thecustomer understands will prompt the company to call the customer. Thecustomer's selection of the advertisement sends the contact handlingsystem a call request along with the customer's social media networkidentification. The contact handling system checks to see if thecustomer has formed a connection with the company on the social medianetwork. The customer has, and the contact handling system initiatescommunication with the user to begin the contact using the customer'scontact information provided on the customer's social media profilepage.

In another example embodiment, the contact handling system includes anapplication on a social media network available to users of the socialmedia network. In this example embodiment, a customer adds theapplication to the customer's social media account. When the applicationis used, the customer is given an option to request that the companycall the customer. The customer is given the option of specifying acompany department that the customer wants to initiate communicationwith the customer. The customer selects the company's service departmentand selects “Call Me.” The application retrieves the customer's phonenumbers from the customer's account information. The customer's accountcontains more than one phone number and the application allows thecustomer to select which number the customer wants the contact handlingsystem to call. The application then submits the request and the contacthandling system calls the customer shortly.

In an additional example embodiment, a customer has formed a connectionwith a company on a social network. The customer's name, email address,phone number and IM identifier are provided in the customer profile. Thecustomer navigates to the company's website and clicks a “Call Me” linkon the company's website. The company's website previously transferred a“cookie” to the customer's computer during an earlier visit to thewebsite by the customer. Using the information stored via the cookie,the website knows the customer's email address and includes the emailaddress in the information sent to the contact handling system when the“Call Me” button is selected. The contact handling system contains adatabase of social network users that have formed a connection with thecompany on social network sites. The contact handling system queries thedatabase using the customer's known email address. The customer'sdatabase record is found and the customer's phone number is returned.The company website displays the customer's phone number with a message“would you like us to contact you at this number?” with selectionsincluding “Yes” and “No—enter another number.” The customer selects“Yes” and the contact handling system calls the customer to begin acontact.

10. Example Architecture

The embodiments described herein may include the use of a specialpurpose or general-purpose computer including various computer hardwareor software modules, as discussed in greater detail below.

Embodiments within the scope of the present invention also includetangible computer-readable media for carrying or havingcomputer-executable instructions or data structures stored thereon. Suchcomputer-readable media can be any available media that can be accessedby a general purpose or special purpose computer. By way of example, andnot limitation, such computer-readable media can comprise RAM, ROM,EEPROM, CD-ROM or other optical disk storage, magnetic disk storage orother magnetic storage devices, or any other medium which can be used tocarry or store desired program code means in the form ofcomputer-executable instructions or data structures and which can beaccessed by a general purpose or special purpose computer.

Computer-executable instructions comprise, for example, instructions anddata which cause a general purpose computer, special purpose computer,or special purpose processing device to perform a certain function orgroup of functions. Although the subject matter has been described inlanguage specific to structural features and/or methodological acts, itis to be understood that the subject matter defined in the appendedclaims is not necessarily limited to the specific features or actsdescribed above. Rather, the specific features and acts described aboveare disclosed as example forms of implementing the claims.

As used herein, the term “module” or “component” can refer to softwareobjects or routines that execute on the computing system. The differentcomponents, modules, engines, and services described herein may beimplemented as objects or processes that execute on the computing system(e.g., as separate threads). While the system and methods describedherein are preferably implemented in software, implementations inhardware or a combination of software and hardware are also possible andcontemplated. In this description, a “computing entity” may be anycomputing system as previously defined herein, or any module orcombination of modulates running on a computing system.

FIG. 8 and the following discussion are intended to provide a brief,general description of a suitable computing environment in which severalembodiments may be implemented. For example, referring to FIG. 1, FIG. 8may illustrate an example of various components of an agent workstation145, a customer computing device connected to a network 140, and/or acontrol server 135, media server 100, ACD 105, IVR, or other device.FIG. 8 can also illustrate a means and steps for accomplishing variousfunctionality and acts disclosed herein. For example, FIG. 8 as aspecially programmed computer can illustrate a means for opening mediaconnection paths, closing media connection paths, determining thatconfidential communication is to be provided, transitioning betweenmedia, communicating over parallel media, determining contactinformation for a customer using social media, performing machinetranslation, identifying language type from received communication,performing speech synthesis and/or speech recognition as well as otheracts and algorithms disclosed herein. FIG. 8 can also illustrate a meansfor sending and receiving various media, including but not limited to:faxes, instant message chat, electronic mail, landline phone calls,mobile phone calls, Voice over IP calls, SMS messages, MMS messages,social media communication, video calls, teleconferencing,videoconferencing, etc. Although not required, several embodiments willbe described in the general context of computer-executable instructions,such as program modules, being executed by computers in networkenvironments. Generally, program modules include routines, programs,objects, components, data structures, etc. that perform particular tasksor implement particular abstract data types. Computer-executableinstructions, associated data structures, and program modules representexamples of the program code means for executing steps of the methodsdisclosed herein. The particular sequence of such executableinstructions or associated data structures represents examples ofcorresponding acts for implementing the functions described in suchsteps disclosed herein.

Those skilled in the art will appreciate that the embodimentsillustrated herein may be practiced in network computing environmentswith many types of computer system configurations, including personalcomputers, hand-held devices, mobile phones, multi-processor systems,microprocessor-based or programmable consumer electronics, network PCs,minicomputers, mainframe computers, and the like. Several embodimentsmay also be practiced in distributed computing environments where tasksare performed by local and remote processing devices that are linked(either by hardwired links, wireless links, or by a combination ofhardwired or wireless links) through a communications network. In adistributed computing environment, program modules may be located inboth local and remote memory storage devices.

With reference to FIG. 13, an example of a contact handling system forimplementing several embodiments is illustrated, which includes ageneral purpose computing device in the form of a conventional computer820, including a processing unit 821, a system memory 822, and a systembus 823 that couples various system components including the systemmemory 822 to the processing unit 821. The system bus 823 may be any ofseveral types of bus structures including a memory bus or memorycontroller, a peripheral bus, and a local bus using any of a variety ofbus architectures. The system memory includes read only memory (ROM) 824and random access memory (RAM) 825. A basic input/output system (BIOS)826, containing the basic routines that help transfer informationbetween elements within the computer 820, such as during start-up, maybe stored in ROM 824. Such components, or similar components, may alsoembody a workstation for a company representative.

The computer 820 may also include a magnetic hard disk drive 827 forreading from and writing to a magnetic hard disk 839, a magnetic diskdrive 828 for reading from or writing to a removable magnetic disk 829,and an optical disk drive 830 for reading from or writing to removableoptical disk 831 such as a CD-ROM, DVD, or other optical media. Themagnetic hard disk drive 827, magnetic disk drive 828, and optical diskdrive 830 are connected to the system bus 823 by a hard disk driveinterface 832, a magnetic disk drive-interface 833, and an optical driveinterface 834, respectively. The drives and their associatedcomputer-readable media provide nonvolatile storage ofcomputer-executable instructions, data structures, program modules andother data for the computer 820. Although the environment describedherein employs a magnetic hard disk 839, a removable magnetic disk 829and a removable optical disk 831, other types of computer readable mediafor storing data can be used, including magnetic cassettes, flash memorycards, digital versatile disks, Bernoulli cartridges, RAMs, ROMs,millipede memory, and the like.

Program code means comprising one or more program modules may be storedon the hard disk 839, magnetic disk 829, optical disk 831, ROM 824 orRAM 825, including an operating system 835, one or more training andwork management programs 836, other program modules 837, and programdata 838, such as company representative proficiencies and status. Auser may enter commands and information into the computer 820 throughkeyboard 840, pointing device 842, or other input devices (not shown),such as a microphone, joy stick, game pad, satellite dish, scanner, orthe like. These and other input devices are often connected to theprocessing unit 821 through a serial port interface 846 coupled tosystem bus 823. Alternatively, the input devices may be connected byother interfaces, such as a parallel port, a game port, or a universalserial bus (USB). A monitor 847 or another display device is alsoconnected to system bus 823 via an interface, such as video adapter 848.In addition to the monitor, personal computers typically include otherperipheral output devices (not shown), such as speakers and printers.

The computer 820 may operate in a networked environment using logicalconnections to one or more remote computers, such as remote computers849 a and 849 b. Remote computers 849 a and 849 b may each be anotherpersonal computer, a server, a router, a network PC, workstations ofcompany representatives, a peer device or other common network node, andtypically include many or all of the elements described above relativeto the computer 820, although only memory storage devices 850 a and 850b and their associated application programs 836 a and 836 b have beenillustrated in FIG. 13. The logical connections depicted in FIG. 13include a LAN 851 and a WAN 852 that are presented here by way ofexample and not limitation. Such networking environments are commonplacein office-wide or enterprise-wide computer networks, intranets and theinternet.

When used in a LAN networking environment, the computer 820 is connectedto the local network 851 through a network interface or adapter 853.When used in a WAN networking environment, the computer 820 may includea modem 854, a wireless link, or other means for establishingcommunications over the wide area network 852, such as the internet. Themodem 854, which may be internal or external, is connected to the systembus 823 via the serial port interface 846. In a networked environment,program modules depicted relative to the computer 820, or portionsthereof, may be stored in the remote memory storage device. It will beappreciated that the network connections shown are exemplary and othermeans of establishing communications over wide area network 852 forserially transitioning between media types, adding a slower expectedcommunication rate to contacts, opening and closing parallelcommunication paths, submitting confidential communication, employingmachine translation, and employing social media to facilitate contacts.

Features from any of the disclosed embodiments may be used incombination with one another, without limitation. In addition, otherfeatures and advantages of the present disclosure will become apparentto those of ordinary skill in the art through consideration of thedetailed description and the accompanying drawings. The presentinvention may be embodied in other specific forms without departing fromits spirit or essential characteristics. The described embodiments areto be considered in all respects only as illustrative and notrestrictive. The scope of the invention is, therefore, indicated by theappended claims rather than by the foregoing description. All changeswhich come within the meaning and range of equivalency of the claims areto be embraced within their scope.

What is claimed is:
 1. A method for improving transmission andconfidentiality of sensitive information in a contact handling systemvia limiting the ability of an agent to access the sensitive informationtransmitted from a customer to the contact handling system over thecourse of a contact, the method comprising: communicating with thecustomer via one or more contact handling system devices at the contacthandling system via a first media channel including a first media, thefirst media channel associated with a first customer device, whereincommunication received from the customer via the first media channel iscommunicated to the agent and wherein communication from the agent tothe customer is communicated to the customer via the first media channeland the first customer device; and receiving the sensitive informationfrom the customer via the one or more contact handling system devices atthe contact handling system via a second media channel including asecond media including a Short Message Service message, the second mediachannel associated with a second customer device, wherein: as thesensitive information is received via the second media channel,communication received from the customer via the first media channel iscommunicated to the agent; the sensitive information is not accessibleby the agent; and the customer and agent continue to communicate via thefirst media channel while or after the sensitive information is receivedby the contact handling system.
 2. The method of claim 1, wherein thecontact handling system further includes: an agent workstation, whichallows the agent to interact with customers, media, and the contacthandling system; a media server, which handles connection paths formedia; and an automatic contact distributor, which tracks the state ofcontacts and agents, the automatic contact distributor supplyingavailable agents with waiting media.
 3. The method of claim 2, whereinthe contact handling system further includes: an interactive voiceresponse unit, which provides pre-recorded audio prompts to incomingvoice media.
 4. The method of claim 2, wherein the second media opens abrowser window comprising text fields for entry of the sensitiveinformation by the customer for confidential receipt.
 5. The method ofclaim 1, further comprising: sending a separate communication from thecontact handling system to the customer via the second media channel,wherein the sensitive information received at the contact handlingsystem is sent by the customer in reply to the separate communication.6. The method of claim 1, further comprising: sending a confirmationcommunication from the contact handling system to the customerindicating the sensitive information has been received by the contacthandling system.
 7. The method of claim 1, further comprising: sending aconfirmation communication to the agent indicating the sensitiveinformation has been received by the contact handling system.
 8. Themethod of claim 1, further comprising: sending a confirmationcommunication from the contact handling system indicating the sensitiveinformation has been received by the contact handling system, whereinthe confirmation communication includes an identifying portion of thesensitive information.
 9. The method of claim 1, wherein the sensitiveinformation includes payment account information.
 10. The method ofclaim 1, wherein the sensitive information includes a social securitynumber.
 11. A tangible non-transitory computer readable medium havingencoded thereon computer-executable instructions which, when executed bya computer, cause the computer to perform the method of claim
 1. 12. Themethod of claim 1, wherein: the first customer device is a landlinetelephone, and the second customer device is a computer.
 13. The methodof claim 1, wherein: the first customer device is a computer, and thesecond customer device is a mobile phone.
 14. The method of claim 1,wherein: the first customer device is a landline telephone, and thesecond customer device is a mobile phone.
 15. A method for improvingsecure handling of sensitive information sent by a customer to a contacthandling system including an agent workstation, a media server, anautomatic contact distributor by limiting agent access to the sensitiveinformation, a computer, and a tangible non-transitory computer readablemedium having encoded thereon computer-executable instructions which,when executed by the computer, cause the computer to perform the methodcomprising: opening a first media channel between the customer and anagent, the first media channel associated with a first customer device,wherein all of the communication received via the first media channelfrom the customer is available to the agent, and communication sent bythe agent via the first media channel is available to the customer;exchanging communication between the customer and the agent via thefirst media channel during a contact; opening a second media channelwith the customer, the second media channel associated with a secondcustomer device, including sending a separate communication to thecustomer via the second media channel, wherein communication receivedvia the second media channel from the customer includes a Short MessageService message not made available to the agent; and receiving sensitiveinformation from the customer via the second media channel during thecontact, wherein the sensitive information is received from the customerin response to the separate communication.
 16. The method of claim 15,further comprising: sending a confirmation communication to the customerindicating the sensitive information has been received by the contacthandling system.
 17. The method of claim 15, further comprising: sendinga confirmation communication to the agent indicating the sensitiveinformation has been received by the contact handling system.
 18. Themethod of claim 15, further comprising: sending a confirmationcommunication to the agent indicating the sensitive information has beenreceived by the contact handling system wherein the confirmationcommunication includes an identifying portion of the sensitiveinformation.
 19. A contact handling system comprising: an agentworkstation, which allows an agent to interact with customers, media,and the contact handling system; a media server, which handlesconnection paths for media; an automatic contact distributor, whichtracks the state of contacts and agents, supplying available agents withwaiting media; an electronic processor; a tangible non-transitorycomputer readable medium having executable instructions stored thereonfor performing a method for improving handling of sensitive information,the method including: opening a first connection path between a customerand the contact handling system via the media server, the firstconnection path associated with a first customer device, whereincommunication received from the customer via the first connection pathis available to the agent via the agent workstation, and whereincommunication sent via the first connection path is available to thecustomer; sending communication to, and receiving communication from thecustomer during a contact; opening a second connection path between thecustomer and the contact handling system via the media server, thesecond connection path associated with a second customer device,including sending a separate communication to the customer via thesecond connection path, wherein communication received via the secondconnection path from the customer includes a Short Message Servicemessage not available to the agent; and receiving sensitive informationfrom the customer via the second connection path during the contact,wherein the sensitive information is sent by the customer in response tothe separate communication; wherein, while the second connection pathassociated with the second customer device is open, all communicationreceived from the customer via the first connection path associated withthe first customer device is available to the agent via the agentworkstation.